Announcements & broadcasts
Messages operators see in the dashboard and customers see in the widget, Telegram and VK. On Enterprise you can also send one to customers right away.
The section is “Settings → Texts & broadcasts → Announcements”, available to the owner and admins. “New announcement” opens the editor.
Fields
- Content: Title, Text (Markdown) and an optional button — Button (text) and Button (URL) are set together or not at all.
- Recipients: Audience — Operators, Clients, or Operators and clients; Priority (for operators) — Critical, Normal or Info.
- Schedule: Show from and Show until. Empty fields mean no time limits; with one bound set, the window is open on the other side.
- Visibility and push: Active hides the announcement without deleting it; Message customers — see below.
What operators see
- Critical — a dialog that can't be closed until the operator confirms they've read it.
- Normal — a dialog with a read button. Closed with the cross, it shows up again next time.
- Info — a card in the top-right corner that doesn't block work. Closing it counts as read.
Once an operator has confirmed an announcement, they don't see it again.
What customers see
A customer announcement waits for the customer to show up. Priority makes no difference on the customer side, and each customer gets an announcement once:
- widget — a card when the widget opens; if the news tab is on in the widget builder, active announcements are listed there too, with reactions, and the latest ones also show at the bottom of the widget's Home (the Latest news block, see Home tab and greeting);
- Telegram and VK — a separate message before the bot's reply when the customer writes in.
The reactions under a post in the widget are 💜 😞 👎 🎉. A visitor has one reaction per post: they can change it, and the widget remembers it on later visits, not just in the open browser tab. After 👎, the widget offers a short, optional note (“What went wrong?”, up to 500 characters): Send or Skip.
You can add a poll to a project's post: the Poll button (the chart icon) in the post's row → Add a poll, a question and 2 to 10 options. In the widget the poll sits under the post's text, above the reactions. A visitor has one vote and can't change it; after answering they see the results — each option's share and number of votes. The same Poll button shows you the results; you can delete the poll together with its votes. Platform posts have no polls.
Message customers (Enterprise)
Instead of waiting for customers to write in, you can send the announcement out. It comes with the Enterprise plan; the platform admin can add it to another plan.
- Turn on Message customers and save — saving alone sends nothing.
- In the announcement's row in the list, press Send to customers (the paper-plane icon). Sending runs in the background, and the row shows the status: Queued, Sending, Delivered or Failed.
- Every customer of the project with Telegram or VK gets it (Telegram if they have both), except those who already received the announcement. Speed is capped to fit Telegram and VK limits.
- It can be sent once; again only after Failed. Operators don't receive it, and it doesn't go out by email or web push.
The top of the page shows how many announcements are live, delivered and viewed; each row shows Sent, Views and Reactions. Click the reactions count (❤) to open the breakdown by emoji and the notes readers left with a 👎, with the date and a link to the visitor's contact (Visitor without a contact if there's none). If there are notes, a 💬 with their number sits next to the ❤. For mailings to your customer base there are broadcasts.